Are you ready to make a meaningful impact on customer experience within a growing and innovative Insurance |Group? Our expanding Client has created an exciting new role of Complaints Manager within their Central Assurance Department.

Why This Role Is For You

• Diverse Involvement: Support all Group Companies, managing a variety of cases across multiple operations
• Industry Expertise: Use your background in complaints or customer relations within the Insurance industry to drive this critical business function forward
• Make a Difference: Shape and continuously improve customer experiences, with your contributions valued and recognised
• Flexible Work Options: Choose between hybrid or office-based working to suit your lifestyle
  
  

• Managing the end-to-end complaints process, ensuring compliance with regulatory standards and company policies
• Conducting thorough investigations, gathering evidence, and delivering fair, informed resolutions
• Collaborating with internal teams to identify and address root causes, driving meaningful improvements in processes and outcomes
• Monitoring complaint trends, delivering actionable insights, and implementing proactive measures to enhance satisfaction
• Acting as an escalation point for complex or high-priority cases, resolving issues with empathy and professionalism
  
  

• Demonstrable experience in a Complaints or Customer Relations role within the Insurance industry
• Exceptional attention to detail and strong analytical skills, enabling effective investigations and resolutions
• Outstanding communication and interpersonal abilities, with the capacity to empathise and manage sensitive situations
• Solid knowledge of regulatory requirements in the Insurance sector, including FCA guidelines
• The ability to thrive in a fast-paced environment, managing multiple priorities under pressure